Group Director of Customer Experience

Job title:

Group Director of Customer Experience

Company

Flagship Housing

Job description

At we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, we’re one of the UK’s leading housing providers – and we’re just getting started. Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.We’re now looking for a Group Director of Customer Experience – a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.About the RoleThis is a pivotal leadership role where you’ll define and lead the customer experience strategy across the group. You’ll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.You’ll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.What You’ll Be Doing

• Leading the development and execution of a group-wide customer experience strategy
• Spearheading digital innovation and automation to streamline services
• Overseeing a scalable omni-channel contact model across all platforms
• Mapping and optimising the end-to-end customer journey
• Using customer insight and feedback to drive continuous improvement
• Leading and inspiring a high-performing team across multiple locations
• Advising senior leaders and the Board on trends, risks, and opportunities
• Ensuring governance, compliance, and financial accountability in your area
• Championing diversity, inclusion, and customer involvement in service design

What We’re Looking For

• Proven senior leadership experience in customer experience or related fields
• Strong background in digital transformation, service design, and innovation
• Demonstrated success in improving customer satisfaction and engagement
• Experience leading large-scale change and managing complex operations
• Excellent strategic thinking, stakeholder engagement and influencing skills
• Commercial acumen and experience managing large budgets
• Passion for customer service and a deep understanding of customer needs

Qualifications

• Degree-level education or equivalent experience (MBA desirable)
• Formal customer experience qualification or equivalent expertise
• Housing or related professional qualification (or willingness to work towards one).

This is a full-time, hybrid role, giving you the opportunity to work flexibly from home and our offices. Our main offices are Lichfield, Wolverhampton, Tewkesbury, Chipping Sodbury, and Norwich. You can be based at any of these locations but regular travel across the whole of our operating geography will be required.A full driving licence and a basic DBS with consumer check will be required.Why Join Us?We’re building a future where everyone has a safe, affordable place to call home. Joining us means being part of something bigger – a purpose-driven organisation where work matters, your voice is heard, and your development is a priority.We strongly recommend reviewing the full job description attached to gain a deeper understanding of the role, responsibilities, and the impact you can make at Bromford Flagship.The selection process will include two assessment stages, likely to take place in late August and early September. Further details will be shared with shortlisted candidates.Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.Closing Date: Sunday 10 August 2025.Location: Flexible: Tewkesbury (GL20 8ND), Wolverhampton, Lichfield, Chipping Sodbury or NorwichSalary: Circa £150,000 per annum depending on experience
Additional Information: Company Car or Car Allowance
Closing Date: Sunday 10 August 2025

Expected salary

£150000 per year

Location

Tewkesbury, Gloucestershire

Job date

Fri, 25 Jul 2025 06:38:56 GMT

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